Senior Complaints Officer

4 weeks ago

London, Greater London, United Kingdom Brackenberry Full time
Job Title: Senior Complaints Officer

We are seeking a highly skilled and experienced Senior Complaints Officer to join our team at Brackenberry Ltd. As a Senior Complaints Officer, you will be responsible for providing an effective frontline housing information and advice service, dealing proactively with complaints and enquiries, and managing complex housing complaints.

Key Responsibilities:
  • Act as a point of contact for residents wishing to raise a complaint or general enquiry.
  • Provide high-quality written responses to enquiries from Cabinet members, MPs, and Ombudsman, ensuring deadlines are met and high standards are maintained.
  • Support the creation of case files for the Housing Ombudsman and manage all recommendations made by the Housing Ombudsman in its final determination report.
  • Ensure the complaints system is maintained and complaints and enquiries are recorded within target times.
Requirements:
  • Demonstrable experience of managing complex housing complaints.
  • Experience of investigating complaints and providing written reports and responses to complex complaints.
  • Experience of working within social housing, working in accordance with the councils' management systems, policies, and procedures.
  • Ability to identify and resolve problems, plan, organise, and prioritise work, producing a high level of output to quality standards.
  • Excellent written skills and experience of working with computerised record keeping, ideally including document management systems.
  • Experience of working under pressure to deliver results under challenging timeframes with limited resources.
  • Effective communicator with customer relationship skills and understanding of successful budget/resource management.
What We Offer:
  • A 3-month contract with a high likelihood of extension.
  • A competitive rate of pay: £31.48 per hour.
  • The opportunity to work with a reputable company, Brackenberry Ltd, and contribute to the success of our clients.

Please note that you should be available to work immediately or at short notice and have the right to work in the UK.

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and are an equal opportunity employer.

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